Sales Manager

Stephanie Spikner, MBA

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PROJECT MANAGER

An IT and telecommunications leader with vast experience in corporate business environments, combining project management and customer service knowledge with deep operational experience, technical savvy and cross-functional communication abilities. Extensive experience in improving processes, managing profit margins, managing teams, controlling costs, and maximizing profitability.

AREAS OF STRENGTH

Project Management Contract Negotiation Client Escalations Profit and Loss Executive Communications Process Implementation Budget Analysis Staff Training & Development Client Relations Timeline Management Expense Management Microsoft Office Suite PROFESSIONAL EXPERIENCE

AT&T Telecommunications, Atlanta, GA 2001 to May 2019 Leading provider of innovative, reliable, high-quality products and services and excellent customer care.

Project Manager (Order Implementations), 2014 - May 2019 Clients ranged from Small Businesses, to corporate clients (i.e. Honey Baked Ham) to enterprise clients (i.e. Delta Airlines).

Manage complex and strategic projects; coordinate and partner with internal resources/orgs.

Build relationships with key stakeholders and project resources to drive key decisions and ensure timely project completion.

Document and understand the technical environment dependencies for each project to support an end-to-end integrated environment.

Lead and direct multiple projects (manage from 60-90 projects at once); assemble project team, assign responsibilities, develop and maintain a budget and schedule to ensure timely completion of projects.

Communicate major milestones and identify potential project risks.

Maintain project management docs with limited direction. Work with internal and external counterparts, project leads, and business partners virtually to deliver successful projects.

Focus on full-lifecycle, end-to-end (E2E) Service delivery.

Set and manages client expectations, managing and escalating issues and changes as needed.

24/7 availability to handle out-of-service and escalation issues.

Trains and mentors team members as needed; Seeks help from team members and provides help to other team members as needed.

Initiate, plan, execute, and control project efforts, focusing on scope, timelines, testing strategy, and plans for all phases of the project including quality risk/issue monitoring, analysis, and closure of project risks/issues.

Manage the creation and tracking of processes, procedures, and documentation that improve environment stability, availability, and production.

Track key project milestones and adjust project plans and/or resources to meet needs of customers Project.

Coordinate test and turn up of IP Flex on AVPN activities, and status across functional teams.

Client Support Specialist, 2004 - 2013

Assisted sales team in the development and management of a holistic approach to customer service, including records of proposals, contract inventories, and cross-departmental networking on a variety of platforms and product lines.

Collaborated with sales team implementing new product and promotional initiatives, developing strong inter-departmental relationships increasing productivity and ease of workflow.

Aided in the technical support, respond to RFP’s, and close follow up sales to current clients.

Key participant in Shared Expectations Sessions with customers and corporate organizations enhancing overall understanding in client-corporate relationships.

Collected and organized customer data metrics to aid in sales, support, and new product development opportunities.

Division Escalation Manager, 2003 - 2004

Managed customer and access issues in concert with Tier II and Tier III teams.

Orchestrated the forward progress of backlog orders, ensuring escalation to Tiered teams, CARS, and Sales department.

Engineering Specialist, High Speed Delivery Center, 2001- 2003 Provided executive management with ongoing report of Division and District level escalations.

Compiled and analyzed data to calculate on time performance and results of customer escalations.

Reduced backlogs by 90%, leading to increased revenue by efficient movement of circuits sent to the Divisional level.

Trained and mentored new employees through hands-on and technical avenues.

As an A-Band Management Team Committee member reviewed flashes and updated policy accordingly.

EDUCATION

Master of Business Administration, M.B.A.

Keller Graduate School of Management, Atlanta, Georgia Bachelor of Arts, Business Administration and Marketing Clark Atlanta University, Atlanta, Georgia

CERTIFICATION

Project Management, Keller Graduate School of Management, 2000

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